Deliver&Returns

DELIVERY AND RETURNS POLICY


INTERNATIONAL DELIVERY


At present, we deliver to the following countries:

Region

Country

STANDARD  

EXPRESS

POSTAGE

SHIPPING TIME

(BUSINESS DAY)

POSTAGE

SHIPPING TIME (BUSINESS DAY)

WESTERN EUROPE

Belgium, France, Germany, Greece,

Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden, Switzerland, United Kingdom

FREE for orders over US$99.99, otherwise US$4.99

within 10 days

FREE for orders over US$129.00,

otherwise US$14.90

within 7 days

EASTERN EUROPE

Russia, Belarus, Ukraine, Lithuania,

Latvia, Estonia, Poland, Czech,

Slovak, Hungary, Romania, Bulgaria

FREE for orders over US$99.99, otherwise US$4.99

within 10 days

FREE for orders over US$129.00, otherwise US$14.90

within 7 days

SOUTHERN EUROPE

Serbia, Croatia, Slovenia,

Bosnia and Herzegovina Montenegro, Macedonia, Albania

FREE for orders over US$99.99, otherwise US$4.99

within 10 days

FREE for orders over US$129.00, otherwise US$14.90

within 7 days

NORTHERN EUROPEN

Denmark, Sweden, Norway, Finland,

Iceland

FREE for orders over US$99.99, otherwise US$4.99

within 10 days

FREE for orders over US$129.00, otherwise US$14.90

within 7 days

OCEANIA

Australia, New Zealand

FREE for orders over US$99.99, otherwise US$6.99

within 12 days

FREE for orders over US$129.00, otherwise US$12.90

within 7 days

ASIA

Hong Kong, Taiwan, Singapore, Macau, Japan, Korea, India, Malaysia, Thailand, The Philippines

FREE for orders over US$99.99, otherwise US$4.99

within 5 days

FREE for orders over US$129.00, otherwise US$12.90

within 3 days

NORTH AMERICA

USA, Canada

FREE for orders over US$99.99, otherwise US$8.99

within 12 days

FREE for orders over US$129.00, otherwise US$12.90

Within 8 days

WORLDWIDE

Other Countries

FREE for orders over US$99.99, otherwise US$14.99

within 20 days

FREE for orders over US$129.00, otherwise US$24.90

within 15 days

 

Please note, delivery charges are calculated with Delivery Duty Paid therefore you are not liable for any import duties and taxes that may be incurred. Prices are quoted in USD, GBP, AUD and Euros and include VAT at 21% (NL tax) and are subject to change if the rate of VAT changes before your order is accepted.

 

* Shipping time is estimate and commences from the date of shipping, rather than the date of order, and can take longer than expected due to invalid address, customs clearance procedures or other causes. 

* Please submit a ticket within 6 months of shipment if the package does not arrive in time, our representative will get back to you within 24 hours. Note that overdue requests may not be accepted.


Verification & Processing

A confirmation email will be sent to you once the order is authorized and verified. We begin preparing your order immediately after it is verified. With this sort of time frame, it makes it difficult for us to change or cancel your order, however, we will do our best to support your request.

It normally takes 3-5 business days for us to process your order. Please note that this does not include holidays and weekends.

It normally takes 1-3 business days for the items marked with “Priority Dispatching” to be ready for shipment.

 

Shipping Info

 

It takes 3-10 business days for shipments to arrive, please refer to the table above for various shipping time to international destinations.

 

We have put a lot of focus on ensuring the items delivered to our customers as quickly as possible. You will receive your order in 6-17 business days from the date that it is placed.

                       Verification                                     Processing                                         Shipping                                        Delivery

 

INTERNATIONAL RETURNS 


1. You have 30 days to decide if an item is right for you, if not, you can certainly come to us within 30 days of receipt. Under Distant Selling Regulations you can return the items to us within 30 days of receipt of your goods for a full refund (excluding shipment costs). 


2. Items bought online are returned at your own expense, unless damaged, and should be unused, returned in their original packaging and in a fully resalable condition.


3. Items returned must be in their unused condition with the original packaging. We do not accept a returned item that is worn, damaged, washed or altered in any way. 


4. We do not accept returned items that are sent back by you directly without checking with us first.


5. Unfortunately we cannot refund shipment costs.


To authorise a return:


• Complete our enquiry form, found on our Contact Us page.

• Include your order number & telephone number.

• In the message box, include the reason code for your return:

CODE

           DESCRIPTION

CL

Change of mind

CL2

Bought the wrong size/type

CL3

Product not as described

WHMP

Incorrect item received

TR01

Parcel damaged on arrival

Our customer services team will send you a returns authorisation code. Enter this code on the returns slip provided, and attach the label securely to the outside of each box being returned.


Please note: Any goods received without authorisation will not qualify for a refund and be rejected on delivery to our returns centre.


Once your return has been received, your refund will be processed. Refunds can take up to 10 working days to be received following receipt of the goods into our warehouse.


We are unable to provide refunds for any items stated on the Returns Order Confirmation document found to be missing from the package on arrival at the returns centre.


Please be aware that items bought online cannot be exchanged or refunded at our Netherland Showroom or at Concession Stores.

 

DAMAGED ITEMS


If the item is damaged, please send an email to info@zenslifestyle.com sending photographs clearly showing evidence of the damage. State your order number as a reference and include your telephone number.

Return Address


If you wish to return the items to the nearest return address, please submit a ticket in your account, our customer service representative will get back to you within 24 hours.


WARRANTY


We offer a one-year warranty on all ZENS products (excluding candles and diffusers). Please contact info@zenslifestyle.com for further information.


PROMOTIONS & FREE GIFTS


From time to time we may run promotions and gift packages which may apply in respect of any, or certain specified purchases made though this website. Refunds & exchanges are subject to our normal terms and accepted only when the full gift set is returned, including the free gift, with receipt. Items shall be packed separately.